NIES Service Desk Analyst (PROJ-4719)
Job Description
Remote is seeking Service Desk Analysts to join the team at the Australian Signals Directorate. The Service Desk Analysts will support end users of ICT systems and services, acting as the first point of contact for users and support staff in a complex technical environment. The role will involve responding to support requests, assisting with incident resolution, and installing, configuring, maintaining and supporting applications to ensure systems remain secure, reliable and aligned with organisational and user requirements. (LH-06314)
Role Description
Key duties and responsibilities
- Be accountable for ensuring that all requests for support are dealt with according to set standards and procedures.
- Be accountable to respond to requests for support by providing information to enable problem resolution and promptly refer unresolved calls as appropriate.
- Understand and apply knowledge of the general features and capabilities current industry accepted software products.
- Research and explain vendor products and organisational policies to stakeholders.
- Build and sustain effective working relationships with team members and actively participate in team work and group activities.
- Facilitate appropriate direction for the team by clearly communicating goals and objectives.
- Evaluate service or degradation issues and notify internal and external stakeholders and customers of the implications.
- Design and implement solutions to service or degradation issues impacting on desired levels of service.
- Manage workflows and resources, prepare projects and team plans detailing measurable milestones and expected outcomes.
- Be accountable to allocate work, resources and tasks, set work priorities, develop strategies and evaluate business outcomes.
Technical skills
- Skills and knowledge with Atlassian Products experience in the Defence intelligence community preferred.
Essential criteria
- Demonstrated experience in complex helpdesk, incident management, communications and application support within an integrated workforce.
- Proficiency in performing system software updates, installation and configuration to maintain secure and reliable operational environments.
- Strong understanding of cloud environments and systems integration, including how platforms, services and applications interact across enterprise architectures.
- Demonstrated ability to communicate complex concepts clearly and concisely, tailoring messages to technical and non technical audiences to support informed decision making.
Desirable criteria
- Demonstrated experience using Atlassian products, including Jira and Confluence, to support project delivery, workflow management and team collaboration.
- Demonstrated experience operating in the Defence Intelligence community, including exposure to intelligence processes, governance frameworks and inter‑agency collaboration.